Guest Relations Agent (Call Centre)

Overview

Job Number 24065709
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

Assist Supervisors and managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Attend to guests’ morning calls and other requests.

JOB DUTIES AND RESPONSIBILITIES

1. Manages the console (e.g. DND, busy verify lines).
2. Receives and transfers all calls to respective extensions and rooms.
3. Assisting and providing information for all callers.
4. Take down messages for guests.
5. Ensure checklists are done accurately.
6. Monitoring all the telephone printers – for wake up calls.
7. Assist to carry out emergency and evacuation procedures.
8. Responsible for morning calls
9. Take down and programme morning calls.
10. Ensure all morning calls are answered.
11. Update the Back Office information white board.
12. Monitor the contingency reports every hour.
13. Maintaining an updated telephone extension list.
14. Assisting guests with outgoing phone calls.
15. Assisting guests with new reservations after office hours.
16. Ensuring all guests’ complaints and feedback are recorded in Empower (GXP).
17. Maintain effective service in line with the Hotel’s Corporate Image
    – Company’s Grooming Standard
    – Standard Operation Procedures
    – Departmental Policies
    – Corporate Policies

18. Cash/Bank Handling

· Process all payment methods in accordance with Accounting procedures and
policies.

· Follow property control audit standards and cash handling procedures (e.g., blind drops).

· Count bank at end of shift, complete designated cashier reports, resolve any
discrepancies, drop off receipts, and secure bank.

· Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.

· Transport bank to/from assigned workstation, following security procedures.

· Set up and organize cashier workstation with designated supplies, forms, and
resource materials; and maintain cleanliness of workstation at all times.

19. To ensure and follow established procedures and compliance as per LSOP guidelines.

20. Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, any field.
• 1-2 years of relevant working experience in handling Call Centre Operations.
• Full-Time position(s) available.
• Rotating shift work basis.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Tagged as: Rooms & Guest Services Operations